What are the responsibilities and job description for the Customer Service Manager position at Atkore?
Customer Service Manager
Who we are:
Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together – a future focused on serving the customer and powering and protecting the world.
With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.
Who we are looking for:
We are currently searching for a Customer Service Manager to be based out of Harvey, IL. Reporting to the Sr. Director of Customer Service, this person will be responsible for managing the daily operations and driving excellence within the customer service and sales support departments. This person will also create and ensure implementation of effective customer service and sales related KPI’s, procedures, policies, and standards.
What you'll do:
- Coordinate and monitor customer service and sales operations to ensure company requirements and goals are sufficiently met daily
- Hire and train new customer service and sales support employees
- Manage a team of approximately 10 personnel within the respective territory
- Work closely with Sales Executives focusing on the transactional side of the territory ranging from standard work to system related processes managing the Mfg. Sales Agents.
- Provide guidance, training and general oversight to sales agents
- Facilitate and process sales-related tasks, complete and approve administrative paperwork, keep accurate sales records for future reference.
- Respond to customer service issues in a timely manner
- Schedule appointments and office meetings as needed
- Liaise and collaborate with Customer Service, Procurement, Production, Logistics, Product Managers and outside stakeholders as needed
- Follow established departmental policies, procedures, safety protocols, and continuous improvement objectives
- Perform miscellaneous job-related duties as assigned
What you'll bring:
- Bachelor’s degree in business administration or relevant field.
- 3 years experience in a sales or customer facing role
- 5 years of customer service experience in the lean manufacturing space
- Supervisory experience in customer service or a related field required.
- Effective communication and problem-solving skills
- Strong Managerial and Leadership Skills
Within 3 months, you’ll:
- Complete your Atkore immersion program.
- Understand how your job will help deliver Atkore’s strategy.
- Gain an understanding of your team.
- Gain an understanding of the training materials and procedures your team owns.
Within 6 months, you'll:
- Identify ways to strengthen the team’s commitment to Atkore’s core values of Accountability, Teamwork, Integrity, Respect and Excellence.
- Develop and maintain an effective office staff through the selection, training, compensation, motivation, termination and review of staff (sales support and customer service teams)
- Maintain employee work/vacation schedules to ensure staffing needs are met in accordance with company policy and guidelines
- Provide guidance and direction to staff to assist in their professional development to include facilitating cross training employees and overall evaluation
- Resolve operational problems related to customer service, sales, accounting procedures and computer systems
- Oversee order management team’s processes working in JDE to address pricing or part number discrepancies in a timely manner.
- Ensure smooth operation of EDI order processing.
Within 12-months, you’ll:
- Be managing an efficient team that delivers Atkore’s strategy.
- Have meaningful performance conversations with your direct reports.
- Set strategic performance goals, KPI”s and compile data to make assessments of their department’s progress and coordinates with upper management to find ways to enhance their customer service objectives among their employees
- Develop customer satisfaction goals and coordinate with the team to meet them on a consistent basis
- Modify office and sales operation workflow and standard work to increase productivity as needed; communicate with team members and supervise tasks/project completion
- Continually improve customer service team’s sales skills to increase sales success rates and develop meaningful relationships with customers to encourage trust and loyalty
Atkore is a five-time Great Place to Work© certified company and a two-time Top Workplaces USA award winner! We’re committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.
Join our team and align yourself with an industry leader!
As of the date of this posting, a good faith estimate of the current pay for this position is $83,680 - $115,060. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.
Benefits available include:
- Medical, vision, and dental insurance
- Life insurance
- Short-term and long-term disability insurance
- 401k
- Paid Time Off
- Paid holidays
- Any leave required under federal, state, or local law
Benefits are subject to vesting and eligibility requirements.
Applications are being accepted on an ongoing basis.
Salary : $83,680 - $115,060
